Ericsson Telecom CRM will help operators meet the dual challenge of delivering a superior customer experience while driving efficiency and reducing operational expenditure
The product is based on Microsoft Dynamics CRM 2011 and pre-integrated with Ericsson's convergent billing and charging solution
Ericsson Telecom CRM is an integrated customer relationship management product developed to meet the specific needs of the telecom industry
Thanks to mobile broadband, an ever-increasing number of people and devices are connected. This phenomenon provides more opportunities for operators, but also means they must seek new ways to differentiate themselves and build loyalty with their users by providing a higher quality and more personalized customer experience. To meet this need, Ericsson (NASDAQ: ERIC) has launched a new product called Ericsson Telecom CRM, which integrates customer relationship management (CRM) and billing.
The launch is the result of the strategic alliance between Ericsson and Microsoft that was announced earlier last year at the Mobile World Congress.
Ericsson Telecom CRM will help operators in Region Middle East to increase customer satisfaction - particularly in the areas of sales and customer care - by reducing the number and length of customer interactions. The product seamlessly renders valuable billing and subscriber data and functionality in an intuitive user environment. This helps operators to more efficiently address the needs of customers who place support calls, thereby reducing opex.
Since the product is now being introduced in the Middle East, Anders Lindblad, President of Ericsson, Region Middle East commented: "We are very happy to be able to offer Telecom CRM to our customers in the region. The technology will allow us to help customers achieve a highly intuitive, telecoms-specific CRM system that is integrated with billing, and this is particulalry important for chief information officers in the region who are under pressure to reduce systems integration costs".
"The ability to provide exceptional customer service can make a big difference in attracting end users and ensuring that their needs are met, particularly in light of the changes operators in the region are facing in how their customers want to do business," said Karim Ramadan, General Manager for Microsoft Business Solutions in Middle East and Africa. "With the help of Microsoft Dynamics CRM, Ericsson can use their industry expertise to help operators stay competitive in today's challenging industry landscape."
Ericsson Telecom CRM 1.0 is a customer relationship management product tailored to meet the needs of the telecom industry, based on Microsoft Dynamics CRM 2011 and integrated with Ericsson's BSCS Ix convergent billing and charging solution. This product is one of the ways that Ericsson and Microsoft are realizing their goal of integrating customer relationship management and business support systems, an objective that was mentioned when the companies announced their alliance in February 2011.
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Ericsson is the world's leading provider of communications technology and services. We are enabling the Networked Society with efficient real-time solutions that allow us all to study, work and live our lives more freely, in sustainable societies around the world.
Our offering comprises services, software and infrastructure within Information and Communications Technology for telecom operators and other industries. Today more than 40 percent of the world's mobile traffic goes through Ericsson networks and we support customers' networks servicing more than 2.5 billion subscribers.
We operate in 180 countries and employ more than 100,000 people. Founded in 1876, Ericsson is headquartered in Stockholm, Sweden. In 2011 the company's net sales were SEK 226.9 billion (USD 35.0 billion). Ericsson is listed on NASDAQ OMX, Stockholm and NASDAQ, New York stock exchanges.
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FOR FURTHER INFORMATION, PLEASE CONTACT
Fida Kibbi, Head of Public and Media Relations
Ericsson Middle East Public & Media Relations
Phone: +971556001005
E-mail: rmea.media@ericsson.com
© Press Release 2012
